Our Grievance Redress Procedure is designed to ensure transparency and fairness in addressing concerns and complaints related to the GOKL Bus Programme or SKS Go Green Programme. Below are the steps involved:

1. Grievance Submission:

   • Channels: Grievances can be submitted through multiple channels, including a dedicated email.

   • Accessibility: Online Grievance Redress Forms are available in English for ease of access.

2. Grievance Receipt and Acknowledgment:

   • Recording: All grievances received are logged in a grievance register, which includes the complainant's details, the nature of the grievance, the date of submission, and contact information.

   • Acknowledgment: A formal acknowledgment receipt is sent to the complainant within 7 working days of receiving the grievance.

3. Grievance Review and Investigation:

   • Assignment: Each grievance is assigned to a designated grievance committee member responsible for reviewing and investigating the issue.

   • Investigation: The investigation process involves gathering relevant information, interviewing concerned parties, and assessing any supporting documents or evidence.

4. Response and Resolution:

   • Timeline: A response is provided to the complainant within 14 working days of receiving the grievance. If additional time is required, the complainant will be informed of the delay and the expected resolution date.

   • Resolution: The response will include the investigation's findings, the proposed resolution, and any actions required to address the grievance. Every effort is made to resolve the issue to the satisfaction of the complainant.

5. Appeal Process:

   • Appeal Submission: If the complainant is not satisfied with the resolution, they can submit an appeal to a higher authority within SKS Coachbuilders Sdn. Bhd.

   • Review: The appeal is reviewed by a senior grievance committee, and the final decision is communicated to the complainant within 30 working days of receiving the appeal.

6. Continuous Improvement:

   • Feedback Mechanism: Stakeholder feedback on the grievance redress procedure is periodically collected and used to improve the process.

   • Monitoring and Evaluation: The grievance redress mechanism is regularly monitored and evaluated to ensure it meets stakeholder needs and complies with best practices.

If you have any additional information or updates related to your submission, feel free to contact us directly at hr.sksbus@gmail.com or reference your case ID when you receive your acknowledgment. We apologize once again for any inconvenience caused and appreciate your patience as we work to address your concerns.